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To increase ecommerce sales, you need a strategic approach combining technology, marketing expertise, and a deep understanding of customer behavior. Can it be done in one day? Well, as they say, you can't build Rome in a day, but you can sell a few Colosseum tickets with a killer flash sale!
So yes, you may be able to make a few tweaks to increase sales quickly, but in the long run, it's about making conscious improvements based on data and customer behavior.
See how to attract and retain loyal customers to increase online sales in your ecommerce store.
1. Optimize your ecommerce store for a better experience
Your website is one of the most significant indicators influencing buying decisions. It's important to create confidence in potential buyers and encourage them to purchase.
Optimize your ecommerce store to increase conversions, boost sales, and, most importantly, make customers want to come back.
Follow these steps to ensure the best experience for your website visitors:
- Mobile-friendly design: A significant portion of ecommerce traffic comes from mobile devices. A mobile-friendly website enhances user experience and boosts search engine rankings, increasing visibility and sales. Make sure your website is optimized for smartphones and tablets to provide a seamless shopping experience on all platforms.
- Fast loading speed: Optimize images by compressing them without sacrificing quality. Reduce HTTP requests by minimizing elements like scripts and stylesheets. Implement browser caching, enabling components to load faster on subsequent visits. Fast-loading pages improve user experience, decrease bounce rates, and positively impact search engine rankings.
- Straightforward navigation: Consider your ecommerce store's navigation as a well-marked trail in a beautiful forest. Simplify your website's menu structure and product categories to guide users effortlessly. Use logical naming conventions that visitors easily understand. Dropdown menus are a good practice for organized navigation. Also, consider implementing a search bar with auto-suggestions to help customers find products quickly.
- High-quality product images: Invest in high-resolution product images and offer multiple views, including zoom functionality. Clear, detailed photos showcase products effectively, allowing customers to inspect them closely. It enhances professionalism and instills confidence in potential buyers. This is the best you can offer to get customers at least a little closer to real-life experience. And frankly, it's one of the most significant changes you can make at the beginning to increase ecommerce sales.
- Streamlined checkout process: Minimize the number of steps required to complete a purchase. Implement a progress indicator to show customers how far they are in checkout. Offer guest checkout options to avoid mandatory account creation. Provide various payment methods and ensure the checkout page is secure to instill trust.
- Security measures: Obtain an SSL certificate to encrypt data transmitted between the user's browser and your server. Secure sites are indicated by "https://" in the URL and a padlock icon. Display trust badges from reputable security providers to reassure visitors about their personal and financial information safety.
- SEO optimization: Consider your website a well-indexed library where each book (product) is carefully labeled. SEO optimization helps customers find your products easily through search engines. Optimize product descriptions, meta titles, and meta descriptions with relevant keywords. Create unique and valuable content for both users and search engines.
- Clear call to actions (CTAs): Treat CTAs as gentle invitations, guiding users toward their next destination. Thoughtfully placed and visually appealing, they entice customers to keep exploring your store. Make CTAs clear, visible, urgent, and relevant. Use action-oriented words, such as: “Subscribe now”, "Get", or “Discover”.
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2. Know your buying audience
Understanding your audience is fundamental to ecommerce success. Create detailed buyer personas that encompass demographics, preferences, behavior, and pain points. Research your target audience’s online behavior, interests, and purchasing patterns.
By aligning your offerings with your audience's specific needs and desires, you can tailor your marketing strategies, product offerings, and customer experiences, thereby increasing the likelihood of attracting new and retaining existing customers.
3. Find and embrace your unique selling point (USP)
Identify and emphasize what sets your products or services apart from the competition. Your unique selling point makes your brand special and memorable. It could be exceptional quality, innovative features, outstanding customer service, or a combination of these factors.
Communicate your USP across your website, marketing materials, and product descriptions. Highlighting your unique qualities helps potential customers recognize your brand's value, making them more inclined to purchase.
A classic example of a USP is Domino's Pizza's famous guarantee: "30 minutes or it's free." The marketers at Domino’s did their research and found that their target market is looking for fast delivery service and for the pizza to still be hot by the time it arrives at their front door. This guarantee, introduced in the 1980s, communicated Domino's commitment to fast delivery, setting them apart from competitors.
While they eventually dropped the guarantee due to safety concerns, it became an iconic example of a clear and memorable USP that differentiated the brand in the minds of consumers.
4. Put CTAs on your website
The strategic placement of CTAs on your website is crucial for guiding prospective customers toward purchasing. Whether it's "Buy Now", "Add to Cart", or "Get Started", CTAs prompt visitors to take specific actions.
Ensure CTAs are prominently displayed on product pages, the homepage, and the checkout process. Use contrasting colors, compelling language, and clear instructions to capture attention. A well-placed and enticing CTA can significantly enhance the conversion rate, increasing ecommerce sales.
5. Offer free shipping and returns
One of the most compelling incentives for online shoppers is the offer of free shipping and hassle-free returns. It's one of the things that made Zappos a star among other online stores. The free shipping and returns policy was a key component of their customer-centric approach, removing barriers for online shoppers and providing a risk-free experience.
High shipping costs can often deter potential buyers from completing their purchases. By offering free shipping, you remove a significant barrier, making the shopping experience more attractive and convenient. Additionally, providing easy and free returns instills confidence in customers, reassuring them that they can shop risk-free. This customer-friendly policy encourages initial purchases and fosters trust, leading to repeat business and positive word-of-mouth referrals. I do it all the time.
6. Utilize pay-per-click (PPC) advertising
Invest in PPC advertising campaigns to drive targeted traffic to your ecommerce site. Platforms like Google Ads and social media channels offer robust advertising options.
Create compelling ad copies, use high-quality visuals, and target specific demographics and interests to reach potential customers. Monitor and optimize your campaigns regularly to maximize the return on investment (ROI) and increase sales.
Here's a PPC ad example for Facebook for an online store that sells outdoor clothing.
Ad Headline: Explore the Great Outdoors in Style!
Ad Text: Gear up for your next adventure with our premium outdoor clothing collection. From rugged jackets to weather-resistant hiking boots, we have everything you need to conquer the elements in style.
Image/Visual: Showcase a captivating image of a model wearing outdoor clothing in a picturesque outdoor setting, perhaps with mountains or a forest in the background. The image should evoke a sense of adventure and showcase the functionality and style of the clothing.
Call-to-Action (CTA): "Shop Now" or "Discover Your Adventure Gear"
Additional Details:
- Highlight key product categories such as jackets, pants, boots, and accessories.
- Emphasize any special features like water resistance, durability, or innovative design.
- Mention exclusive offers, such as discounts or free shipping for a limited time.
Targeting:
- Target users interested in outdoor activities, hiking, camping, or specific outdoor brands.
- Consider location targeting for areas with a high affinity for outdoor recreation.
Ad Placement: Choose automatic placements to let Facebook display the ad where it performs best, including the Facebook News Feed, Instagram, and Audience Network.
Ad Variation: Create multiple ad variations with different visuals or ad copy to test and optimize performance.
This PPC example aims to capture the attention of Facebook users interested in outdoor activities, encouraging them to explore and shop for outdoor clothing from the online store. Adjust the details based on your specific products, target audience, and promotional strategies and increase ecommerce sales.
7. Leverage social media marketing
Social media platforms provide a powerful channel for your ecommerce store to engage with your audience. It lets you create and show visually appealing content, including product images and videos, to showcase your offerings.
Occasionally, you can run contests, promotions, and influencer marketing campaigns to increase brand awareness. And on a daily basis, you can engage with your followers, respond to comments, and encourage user-generated content. If you're consistent, social media platforms will drive new traffic to your online store and, as a result, increase ecommerce sales.
8. Offer live chat to provide expert support and sell products within a chat
Adding live chat to your website is like inviting customers into a personalized, real-time shopping experience. It transforms the digital space into a virtual store where expert support is just a click away. You can engage with visitors as they explore your products, provide instant assistance, guide them to the checkout cart, and address any concerns they may have.
Live chat can significantly reduce cart abandonment rates during the checkout process. Or it can make the whole buying experience much easier.
For example, during a chat, you can recommend customers products you think they'll like or that are complementary to what's already in their shopping cart and let them buy within a chat. It's one of the best tools to increase ecommerce sales.
Take a look at how Sephora uses LiveChat to increase the average order value by 25%.
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9. Implement email marketing automation
Email marketing automation allows you to send targeted and timely messages to your subscribers. You can segment your email list based on customer preferences, purchase history, and behavior. Then, you can schedule campaigns to send personalized product recommendations, exclusive offers, and cart abandonment reminders to re-engage potential buyers.
You can create many marketing campaigns based on customer behavior, which keeps your customers invested in your online store. Email marketing automation helps nurture leads, drive repeat purchases, and increase sales revenue.
10. Provide excellent customer service
Exceptional customer service is another key differentiator when running an ecommerce store. It can win you customers in no time.
Choose the channels through which you want to communicate with your customers. Live chat, social media, email, phone? Whatever you choose, ensure you can provide top-notch customer support on every channel you offer.
(Or integrate your LiveChat with other platforms, in which case, you'll get all the inquiries from other channels straight to your live chat app, and you can also respond from there. So it's easier to handle all the queries from one place. It's like a win-win for you and your customers, just saying.)
Once you establish the communication channels you're on, invest some time in learning to provide the best support possible. It will pay off in no time. Address customer inquiries and concerns promptly and professionally. Strive to offer 24/7 support in your online store. Even if you're unavailable at night (duh), let customers leave a message and respond first thing in the morning.
Communicating with businesses no matter the time is what every customer values. And, sorry for being so predictable, but it's something LiveChat can also help you with. Asynchronous messaging is one of the coolest things you can implement in your ecommerce business to improve customer satisfaction and increase online sales.
11. Use customer feedback to improve products and services
Encourage customers to leave reviews and ratings after their purchases. Analyze this feedback to identify areas for improvement. Pay attention to common themes in positive feedback and address any recurring issues from negative feedback.
Use this information to enhance product quality, customer service, and overall shopping experience. Customers appreciate when their suggestions are taken seriously, fostering trust and loyalty.
12. Utilize customer data and analytics
Leverage customer data and analytics tools to gain valuable insights into visitor behavior and preferences. Analyze purchase patterns, website interactions, and demographic information. Use this data to refine your marketing strategies, personalize product recommendations, and optimize your website layout. Informed decisions based on data analysis can significantly enhance the overall customer experience, increasing customer satisfaction and higher sales.
How can LiveChat help you increase ecommerce sales?
You can engage visitors with Campaigns. Create personalized messages, target the right audience, and catch your visitors’ attention to provide exquisite customer service.
Let's say a visitor came back to your website. Here's a message you can show to encourage them to explore your offering:
Or here's another example of a Campaign that engages website visitors to chat with you:
You can set up different types of campaigns depending on users’ behavior, traffic source, and traffic patterns. For example, you can use a customer's location to target visitors from a specified country or city.
Or you can use the customer's browsing time and target the visitors who spent a specific amount of time on a given page and display a specific message.
There are a lot of possibilities for marketers and data analytics to create Campaigns that will engage existing customers and potential buyers.
What are the benefits of live chat for ecommerce stores?
Offering live chat on a retailer’s website can increase the opportunity for gaining customers.
Let's sum up the main benefits of live chat as a sales tool in your ecommerce store:
1. Real-time expert support
- Instant assistance. Offer immediate answers to customer queries. Engage with them while they're browsing your website.
- Product guidance. Expert support through live chat enables you to guide customers through product selections, sizes, and specifications.
2. Personalized customer interaction
- Tailored recommendations. Engage with customers on a personal level, offering tailored product recommendations based on their preferences and needs.
- Address concerns. Instantly resolve customer concerns or objections, building trust and confidence in their purchase decisions.
3. Reduced cart abandonment
- Assist with checkout. Offer assistance during checkout, helping customers overcome obstacles and reducing cart abandonment rates.
- Upselling opportunities. Use live chat to suggest complementary products or upgrades, potentially increasing the average order value.
4. Enhanced customer engagement
- Proactive outreach. Initiate chat conversations to engage with visitors and proactively offer assistance.
- Feedback collection. Use live chat to gather customer feedback and understand their needs and preferences for continuous improvement.
5. Approachable brand
- Personal interaction. Live chat allows you to humanize your brand by providing a direct, conversational interface.
- Build relationships. Establish a connection with customers, making them feel valued and more likely to return for future purchases.
6. Multitasking and efficiency
- Handle multiple inquiries from various channels. Live chat enables your support team to handle numerous inquiries from different communication platforms simultaneously, improving efficiency.
- Quick issue resolution. Resolve issues efficiently, preventing potential negative reviews or customer dissatisfaction.
7. Data for improvement
- Analytics and insights. Use live chat analytics to gather insights into customer behavior and preferences.
- Continuous improvement. Leverage the data to refine your product offerings, customer service strategies, and website experience.
8. 24/7 Availability
- Global reach. With asynchronous messaging, you can talk to customers offline and online. It’s similar to the experience you know from social messaging apps like Facebook or WhatsApp. You can provide support and engage with customers around the clock, catering to different time zones.
- Increased accessibility. Being available 24/7 enhances accessibility, making it convenient for customers to seek assistance.
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Your time to boost ecommerce sales
Increasing ecommerce sales requires a holistic approach that combines website optimization, digital marketing strategies, personalization, and outstanding customer service. Remember, you don't have to do it all at once. The most important thing is to start.
Focus on your customers and the experience they get when they come to your ecommerce store. Make sure they feel welcomed, valued, and guided. And they can always count on your help in case of any doubts.
Leverage the right sales tools and implement the changes to increase ecommerce sales and achieve sustainable growth continuously.
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